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Old 03-26-2013, 06:32 PM
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Am I being unreasonable?

Hey guys, long time no see!

First of all I'd like to say that I LOVE my new Jeep. It's a stellar vehicle, inside and out. I'll try to give you my thoughts and a mini-review on it at some point in the future, but for now, I wanted to get your guys' opinion on whether or not I'm being unreasonable.

In my first attempt to write this post it ended up being massive, so I'm going to try keep this as short as possible, although it won't be easy.

Basically:

- Before I bought the car, I inspected it and saw some issues in the paint: scratches, scuffs, chips. A total of maybe 10.

- I was initially very disappointed, but my salesman said they'd take care of me and get everything fixed for me for free.

- Perhaps naively, I trusted him, and bought the vehicle and was happily on my way.

- Considered taking it to a detailer of my choice because everyone says dealership detailers suck. Decided to give them the benefit of the doubt, and save myself some money, and take them up on their word.

- Scheduled an appointment. Two days later, it's done. I inspect it, only one or two issues were addressed, and poorly at that. Voice my concerns. They act like I'm being bothersome, that's as good as it'll get, and that those issues must not've been there when I bought it because their inspector would've noticed them. I assure them they were, my salesman can back me up on it. So they said they'll work on it if I want to leave it again, so I leave it.

- Come back the next day, they addressed maybe one more issue. But again, they did a poor job. Either their "detailer" isn't really a "detailer", or they told their guy to do as quick a job as possible. They even made one issue far worse and more noticeable: putting incorrectly colored touch up on an area that didn't even need it. And they didn't even level it out.

- The vehicle is covered in snow, so I say it looks like the issues are still there but I want to inspect it when it dries. I do so, and same story. So I craft a long e-mail to my salesman, recounting everything that happened, reminding him his promise, and respectfully requested about $125 from the dealership so I can take it to a professional detailer, since I wasn't comfortable letting their not so good detailer (who I suspect may just be one of their mechanics) have it again, since in the near three days they had it basically nothing was fixed and some things were made worse.

- No response, so today, a week later, I ask what's up.

- Salesman says I need to schedule another appointment with the detailer.

- I basically say unfortunately that won't make me satisfied because I already tried that, twice in three days.

- Again he says that I need to schedule an appointment with the detailer. Also mentions that some issues are considered "commercially acceptable". Interesting, because before I bought the vehicle, he never made any mention of this.

Okay, so, before I take the next step, and please be honest: am I being unreasonable in finding this unacceptable and asking for a small sum of money to cover most of what a detailing bill would cost? All I want is for the issues that my salesman said they would fix, to be fixed. Not just to get the issues fixed, but because it's the principle of the matter: don't tell me one thing before I buy the car that costs tens of thousands of dollars to get me to buy it, and then afterwards have your dealership treat me like I'm a PITA for wanting to take them up on their word and for not being happy with their poor job.

And I also do not want their detailer working on it again, because clearly they don't know what they're doing. I'm afraid that my brand new vehicle's paint is going to be permanently damaged by them, not to mention my time being wasted again.

My "next step" would be contacting the owner of the dealership and hoping he sees my side of it. If that doesn't work, aside from not utilizing this dealership for service or car purchases in the future (and notifying them of this), I'm also considering getting in touch with Chrysler/Jeep. I actually haven't completed the survey yet, they called at a bad time, I told them to call tomorrow, and they haven't called yet.

Thoughts? Opinions? (And by the way, again, I'm VERY happy with my vehicle! This is just a small blip on the radar. )
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Old 03-26-2013, 06:46 PM
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Re: Am I being unreasonable?

Without good pictures, how are we to know if you are being reasonable?

What I would suggest is that you make the appointment and mark each spot you are concerned about. Then, instead of just dropping it off, insist on going over it with the detailer. You might be expecting them to repair things that no one else would notice. If you point them out to the person doing the work, you may have a better outcome.

If the dealer feels you are over obsessing, they should give you $100 if you sign a paper promising never to come back.
From all you posted when getting ready to order, I'm guessing you're a tough customer.
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Old 03-26-2013, 06:46 PM
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Re: Am I being unreasonable?

I dont think scratches scuffs and chips are acceptable on a new vehicle, how big/deep are these blemishes if they are limited to shallow defects in the clear coat a good detailer can correct it. The detailer that the dealer contracts with is probably the one that was willing to work for the lowest cost, and is probably told to fix defects as quickly as possible because most people will not notice.
I would take this up with the manager of the dealership, if he does not agree to pay for you to use your detailer of choice I would threaten to call the local news station and post things on social media sites. You have already given them the opportunity to fix it twice.
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Old 03-26-2013, 06:50 PM
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Re: Am I being unreasonable?

I think you're being TOO reasonable.....you gave the dealer two chances and experienced poor results..and all you're asking for is a measly $125 bucks to fix their incompetence ? What about your loss of time, use and mental aggravation ?
You might have to get nasty.
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Old 03-26-2013, 06:56 PM
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I am very particular when I buy a new car and hold the dealer to a high standard. I was given a "we owe" document which promises to fix my concerns on delivery. I have 1 scratch that a body shop must fix, and 2 other concerns - scratches on drivers side a pillar , scratches on chrome drivers exterior mirror. My dealer is replacing the last two parts as promised and I will give a good survey response when all work is completed.

I think all you have to do to step up the pressure is to simple say what your expectations are and if they are not met, it will be noted in your customer satisfaction survey. No dealer wants a bad review , and jeep holds them to a high standard.
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Old 03-26-2013, 07:00 PM
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Re: Am I being unreasonable?

You're being too nice. You need to be a complete pr!ck to them to get what you want. That's how you have to deal with some people.
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Old 03-26-2013, 07:01 PM
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Re: Am I being unreasonable?

Quote:
Originally Posted by bill_de View Post
Without good pictures, how are we to know if you are being reasonable?

What I would suggest is that you make the appointment and mark each spot you are concerned about. Then, instead of just dropping it off, insist on going over it with the detailer. You might be expecting them to repair things that no one else would notice. If you point them out to the person doing the work, you may have a better outcome.

If the dealer feels you are over obsessing, they should give you $100 if you sign a paper promising never to come back.
From all you posted when getting ready to order, I'm guessing you're a tough customer.
Stay tuned for pictures... and beautiful shot of the 2014 Bill!

Regarding the tough customer comment: HEY! Actually, I don't consider myself a tough customer. In fact I never demanded the dealer fix it. I remained calm and polite (seeing I'm a nice guy and all) and it was the salesman who stepped in during my inspection and said don't worry about it, it'll get fixed and we'll take care of you. Nothing like "now, some we might not be able to fix because they might be deemed commercially acceptable". This is no rookie by the way, he's been a car salesman for decades.

Also, regardless of how noticeable the issues are, the fact of the matter is, the dealer said unequivocally that "we'll take care of you". I asked him to confirm this again later, and once more before I signed the papers. In my opinion, if you promise something, you should keep your word. Especially if the promise is made before dropping tens of thousands of dollars on a brand new vehicle.
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Old 03-26-2013, 07:05 PM
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Re: Am I being unreasonable?

Quote:
Originally Posted by JeepersCreepers View Post
Stay tuned for pictures... and beautiful shot of the 2014 Bill!

Regarding the tough customer comment: HEY! Actually, I don't consider myself a tough customer. In fact I never demanded the dealer fix it. I remained calm and polite (seeing I'm a nice guy and all) and it was the salesman who stepped in during my inspection and said don't worry about it, it'll get fixed and we'll take care of you. Nothing like "now, some we might not be able to fix because they might be deemed commercially acceptable". This is no rookie by the way, he's been a car salesman for decades.

Also, regardless of how noticeable the issues are, the fact of the matter is, the dealer said unequivocally that "we'll take care of you". I asked him to confirm this again later, and once more before I signed the papers. In my opinion, if you promise something, you should keep your word. Especially if the promise is made before dropping tens of thousands of dollars on a brand new vehicle.
I agree that they should fix the issues ... but like I said, make sure the guy doing the work knows every spot you want fixed.



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Old 03-26-2013, 07:05 PM
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Re: Am I being unreasonable?

Quote:
Originally Posted by jgc4ever View Post
You're being to nice. You need to be a complete pr!ck to them to get what you want. That's how you have to deal with some people.
Two reasons I'm being nice:

1) This is the closest dealership to me. Not by a huge margin, but enough to make going to it a lot more convenient (then again, I'm not expecting to have to take it in for warranty service often).

2) I usually like to try to take the nice route first, whenever possible.

But yeah, it looks like I will have to get mean, which is unfortunate.
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Old 03-26-2013, 07:08 PM
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Re: Am I being unreasonable?

Quote:
Originally Posted by bill_de View Post
I agree that they should fix the issues ... but like I said, make sure the guy doing the work knows every spot you want fixed.

.
I actually did. When I dropped the vehicle off the first time I included a "note" that I spent about half an hour crafting as I went over the vehicle again, which listed each issue (about 10 or so) I wanted fixed, and its exact location on the vehicle.

I also wrote on the note that they can feel free to give me a call any time, I'm close by and would be happy to go over the issues with them.
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Old 03-26-2013, 07:13 PM
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Re: Am I being unreasonable?

Quote:
Originally Posted by JeepersCreepers View Post
I actually did. When I dropped the vehicle off the first time I included a "note" that I spent about half an hour crafting as I went over the vehicle again, which listed each issue (about 10 or so) I wanted fixed, and its exact location on the vehicle.

I also wrote on the note that they can feel free to give me a call any time, I'm close by and would be happy to go over the issues with them.
A note is not the way to do it. A crayon circle is better than a verbal or written note.
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Old 03-26-2013, 07:18 PM
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Re: Am I being unreasonable?

Funny story about the door handle scratch. When I went over this with the guy who I voiced my concerns with after going to pick it up the first time, his response was: "yeah, well that's going to get scratched up there anyway".

In the first photo, that's the before of an issue I pointed out to them. I'm not even sure what it was. It almost looked like paint drip or something. Anyway, the second picture is the same spot after they worked on it. I'm not sure what they were thinking, but clearly, that's not an improvement, nor is it the right touch up paint color... of all of the issues they ignored, why didn't they ignore this one?

Third is of the door handle after they worked on it. It's slightly better than it was before but barely. In the fourth, ignore that big white circle to the right of the reflector, the issue is the scratches above and to the bottom right of it that remain after they worked on it.

Last is an attempted touch-up job of a deep scuff that was all white. As you can see, they didn't apply touch up paint to the entire area, nor did they bother to polish out the surrounding area (as indicated by the micro swirly scratches around it).

There are several other unresolved issues by the way.
Attached Images
File Type: jpg before.jpg (278.4 KB, 124 views)
File Type: jpg after.jpg (301.1 KB, 106 views)
File Type: jpg door_handle.jpg (178.0 KB, 106 views)
File Type: jpg reflector.jpg (210.7 KB, 112 views)
File Type: jpg hatch_door.jpg (209.5 KB, 99 views)
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